
Patient Experience Specialist
7 days ago
We are seeking a skilled professional to fill the role of Patient Support Representative. In this position, you will be responsible for providing exceptional customer service and support to our patients. Your key responsibilities will include responding promptly and professionally to patient enquiries, managing incoming leads, and conducting timely follow-ups to maximise engagement and conversion.
">- Respond promptly and professionally to patient enquiries via phone, email, online forms, and other communication channels.
- Provide clear and compassionate information about our services, addressing questions and concerns with empathy.
- Manage incoming leads and conduct timely follow-ups to maximise engagement and conversion.
- Reactivate past patients through proactive outreach, re-engagement campaigns, and regular communication.
- Accurately record and update all interactions in our lead management system.
- Track, analyse, and report on lead conversion rates and relevant performance metrics.
- Schedule initial consultations and follow-up appointments, ensuring coordination with clinic staff and healthcare professionals.
- Handle payment transactions, provide transparent pricing information, and guide patients through payment options.
- Follow all scripts, procedures, and internal systems with precision to ensure consistency and compliance.
- Maintain a disciplined and efficient approach to daily tasks and workflows.
- Deliver exceptional customer service and uphold a patient-first experience at every touchpoint.
- Address complaints or issues with professionalism, escalating complex matters when required.
To succeed in this role, you will need to possess excellent verbal and written communication skills, a personable and empathetic approach, and a strong background in the medical or allied health field. Additionally, you should have a high level of discipline in following procedures, scripts, and workflow systems, as well as strong time management and multitasking abilities in a fast-paced setting.
- Excellent verbal and written communication skills with a personable and empathetic approach.
- Strong background in the medical or allied health field is highly desirable.
- High level of discipline in following procedures, scripts, and workflow systems.
- Ability to balance warm patient interactions with timely task completion.
- Strong time management and multitasking abilities in a fast-paced setting.
- Competency with CRM and lead management tools.
- High standards of professionalism, confidentiality, and integrity.
- Self-motivated and capable of working independently and collaboratively as part of a small team.
In addition to the opportunity to work in a dynamic and supportive environment, we offer a range of benefits to our employees, including comprehensive health insurance, government-mandated benefits, training programmes for career development, engaging company outings, and a supportive culture.
- Work from home
- Monday to Friday 9:00 AM - 6:00 PM PHT (adjustments will be made for AU daylight saving time)
- Comprehensive HMO and government-mandated benefits
- Training programmes for career development
- Engaging company outings, team activities and wellness sessions
- Supportive, inclusive culture
- Dedicated managers focused on your growth and success
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